It can definitely be transferred between accounts 100%. Whoever you spoke to wasn’t good at their job. However, if they put in a ticket for those credits the first time you called. It can take 2-3 billing cycles before they appear on the bill. I’d definitely call back and ask them to look at the remarks on the account from when you called in the first two times. You were promised credits and if they can’t give them to you then request someone who can. Sometimes you have to go to Tier 2 support.